Terms and conditions

Internal dispute resolution framework

1. This Internal dispute resolution framework (“Framework”) is in place to assist you with making a complaint.
2. This Framework applies to complaints regarding:
   • products supplied by us under the Victorian Energy Upgrades program;
   • about us;
   • about any scheme partcipants who worked on our behalf; or
   • any other person carrying out a relevant activity that results in the accredited person creating a certificate.
3. How complaints will be documented when received?
   • You can email us at [email protected] or call us on 1300 011 015 with your complaint.
   • Our dedicated team is committed to providing Ɵmely assistance and resolving issues promptly.
   • We will acknowledge your complaint within five business days of receiving your complaint.
4. Who will be responsible for addressing complaints?
   Upon receiving a complaint, HiTech’s dedicated Service Team will address the complaint.
5. How to track progress towards addressing the complaints?
   • You can email us at [email protected]
   • You can call us on 1300 011 015
6. Outcome
   All reasonable steps will be taken to complete the internal dispute resolution process within 20 business days afer the date on which your complaint is received.
7. How to escalate your complaint?
   You can email us at [email protected] or call us on 1300 011 015 for serious complaints or escalations. Our team will then escalate to a Complaints Manager who will then contact you after reviewing the notes in our CRM.
8. What should you do if you are not satisfied with the outcome of your complaint/dispute?
   • You may contact any of the following:
     • Consumer Affairs Victoria (https://www.consumer.vic.gov.au/).
     • Commission’s dispute resolution and support services:
       • For questions or complaints related to the Victorian Energy Upgrades program or the code, please email the commission at [email protected] or call (03) 9032 1310 during business hours. For information, please visit the Victorian Energy Upgrades program website (available at www.esc.vic.gov.au/victorian-energy-upgrades-program).
9. What should you do if your complaint does not fall under the Framework?
   • You may contact any of the following:
     • Essential Services Commission (www.esc.vic.gov.au/contact-us).
     • You can sign up for the Do Not Call register or call 1300 792 958 to avoid receiving telemarkeƟng calls.
     • If you have a complaint about false or misleading claims, telemarketing or door knocking, contact Consumer Affairs Victoria (https://www.consumer.vic.gov.au/).